Social Media Manager
Resume:
******.*******@*****.***
LUCKNOW, India
SKILLS
WORK EXPERIENCE
Deputy Head -Operations
Colive
Colive is a technology enabled network of fully-managed rental homes. Achievements/Tasks
Customer Experience: Dhiraj has changed & enhanced the entire process of MOVE- IN Experience by implementation of features like Automation of Check-in Process, Pre move-in formalities converted in digital format etc. The concept of Online KYC submission & verification were introduced in the system Budgeting & Cost Optimization: Dhiraj is responsible for preparing the budget for the entire operations for the central team. On his recommendation, many processes like the Automation of digital move -in & check-in have led to a cost reduction of 16% against the earlier physical move in cost. Ground team Management: As a deputy head of operations, Dhiraj is responsible to manage the on-ground team of 100+ people in terms of enhancing their productivity, customer services, training, handling of events etc. Data & Trend analysis: Dhiraj is responsible to analyze, predict, plan & implement policies after analysis of the data relevant to market, customer demand, transformation needs, manpower need, etc. Due to the same, the per bed housekeeping cost was reduced from Rs.45 to Rs. 22 Online Reputation management: Under the leadership of Dhiraj, a new vertical was created named as Online reputation management which was responsible for maintaining & enhancing the overall customer sentiment score & loyalty for the brand. The overall followers were increase to 400% in 3 months after the vertical was enhanced
Tools for ORM: With the aim of reduction in average response time to the queries of the customers, Social media looks like Simplify360 were initiated. Due to this, the average response time was reduced by 43% & ultimately helped in overall increase in sentiment score for the brand.
Brand Image & Ratings: Dhiraj took the opportunity & lead a small team who enhanced the overall downloads of the company app. The download & use went from 10k to 100k+ download in 5 months.
Ratings & Reviews: With the aim to spread BRAND positivity, Dhiraj took different measures to increase the overall sentiment score for the brand. IOS, Facebook, Google Maps ratings, Twitter, Instagram, Quora, Glassdoor, Ambition box, Just Dial, etc. have crossed a rating mark of 4+ in the past 4 months. The Highest being Google PlayStore with 4.9.
Tech Implementations: With the idea to creating a unique product, the idea of PREPAID ELECTRICITY METERS, DIGITAL LOCKS, AUTO CONNECTIVITY OF WIFI, WATER METERS ETC. were referred for better management of facilities
& more efficient utilization of resources. The water cost was reduced by 23% in 3 months. This led to overall reduction in cost of maintenance & Repairs by 27%. DHIRAJ RATLANI
INTERESTS
Lead Generation & Sales: With the aim of boosting sale, Dhiraj aimed at using the social media tools & platforms in generation of leads for the business. This helped in increased lead flow & ultimately increased the sales figures by 12%. Customer Relationship Management: To enhance the customer stay experience, Dhiraj led a team of dedicated executives which were responsible for the timely resolution of the queries of the customers. The average time for resolution of the query was reduced by 22% in 3 months
Events Management: To increase the interaction between the customer to customer & also, between Brand to customer, weekly events at the facility were arranged. This also helped sales via REFFRAL & RELATIVES program.
Also, OFFLINE EVENTS were initiated in the current scenario to enhance customer engagement.
Food & Beverage: New initiations were taken if term of combining Food & App. Dhiraj introduced the new service of Food selection menu with the company app. This help in enhancing the business model & generated additional revenue to the company. Value Added Services: Dhiraj introduced new initiatives like collaboration with E- vehicle, Insurance companies, Tech Based Companies, etc. in a Revenue sharing model which increase the revenue of the company
Customer Interaction Camps: To increase the interaction between Company & customer, SERVICE CAMP was initiated by Dhiraj. The regular interaction between ground team leaders & customers reduced the service ticket flow & efficiency was increased in terms early resolution of the queries. Contact: Mr. Arnab Karmakar - +91-914*******
Cabin Manager & Assistant Base In-charge
Jet Airways(I)LTD.
01/2011 Till 04/2019
As a Cabin Manager, Dhiraj is responsible to oversee the provision of excellent services. To be the guardian of financial controls, compliance and operational excellence across all catering functions within the In-flight locations
To be responsible for the overall operations within the location and liaising to deliver best practice.
To ensure that all client and customer relationships are built maintained and expectations exceeded at all times.
Effectively manage and develop the In-flight team. Dhiraj has been an active member and contributor towards Budgeting & Analysis at the Base.
He has helped in Management of Operations (ABIC) at the Base. He has worked as a Performance manager for his team. He has worked on mid-level projects related to customer services. He is responsible for conducting Audits onboard the aircraft. He is a part time trainer in the CREW RESOURCE MANAGEMENT department. Contact: Mr. Gaurav Kapoor - +91-916*******
PERSONAL PROJECTS
Training at The Times of India (02/2010 - 04/2010) Internship at TOI in Education times (Marketing Division). Summer Internship
Training at PepsiCo India Holdings Pvt. Ltd. (02/2008 - 04/2008) Summer internship at PepsiCo India Holdings Pvt. Ltd. ACHIEVEMENTS
Employee of The Year (04/2019 - 03/2020)
Dhiraj was chosen as Employee of the Year at Colive
“Cost & Revenue management techniques” Applause award (01/2020 - 05/2020)
· Received award from senior management for contribution towards “Cost & Revenue management techniques”. Youngest Cabin Manager in JET AIRWAYS (01/2018 - 04/2019) Dhiraj was chosen as Youngest Cabin Manager at Jet Airways
“GOOD SAFETY PRACTICES ONBOARD”. (04/2016 - 04/2019) Received multiple awards senior management for “GOOD SAFETY PRACTICES ONBOARD” Applause and Recognitions for quality services onboard (04/2014 - 03/2019) Received multiple Applause and Recognitions from Guests for providing quality services onboard Outstanding Performance Award” and “Zero Sickness” award for 6 years in a row.
(04/2013 - 03/2019)
· Received “Outstanding Performance Award” and “Zero Sickness” award for 6 years continuously. EDUCATION
P.G.D.M./M.B.A.
School Of Management Sciences
05/2009 TILL 03/2011 Varanasi, India
Specialization: MARKETING
Bachelor of Business Management
University Of Lucknow
05/2006 TILL 03/2009 Lucknow, India
Specialization: MARKETING
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